Healthcare Call Center Software Compared (2026)

Healthcare call center software is the contact center platform a health system, medical group, health plan or healthcare BPO uses to answer, route, record and report on patient and member calls, with the HIPAA terms and EHR connections that patient data requires.

Buyers are usually choosing between two layers: the contact center platform (queues, routing, the agent desktop, recording) and the AI voice layer that handles calls a person does not need to take, such as scheduling, reminders and refill requests. Some vendors sell both; others connect to one another.

Retell AI publishes this guide and is one of the options compared. Retell is an AI voice agent platform, not a contact center platform, and it connects to several of the platforms below over SIP. Every vendor price and feature here comes from that vendor's own website, read on November 6, 2026, and is linked where it is cited. Nothing here is legal advice; check HIPAA questions with your counsel and compliance team.

What should healthcare call center software do?

Everything general contact center software does, plus three healthcare jobs: sign a business associate agreement, connect to the EHR, and handle routine patient tasks without a person on every call.

What does HIPAA require from a call center vendor?

Under HIPAA, a business associate is a person or company that creates, receives, maintains or transmits protected health information on behalf of a covered entity. A covered entity may let a business associate handle PHI only with satisfactory assurance that it will safeguard the information, documented in a written contract or other written agreement. That agreement is the BAA. In practice, ask every vendor in the call path that touches PHI, including any AI voice layer, whether it will sign one, and have your compliance team review the terms.

How we picked and compared the platforms

We included contact center platforms that name a healthcare offering on their own website and publish at least a starting price, plus Retell as the AI voice layer. Three rules applied:

• Vendor pages only. No review sites, affiliate lists or AI answers. A second reviewer re-checked every vendor fact against the vendor's page on the same day, and anything that could not be confirmed was cut.
• No ranking. The platforms are listed in no particular order, because we did not score them. Choose by fit, using the requirements table above and the checklist near the end.
• Stated, not assumed. Where a vendor's page says it signs a BAA, we say so. Where the page we read does not mention a BAA, the table says "Not stated on the page we read". That does not mean the vendor will not sign one; ask.

This guide covers contact center platforms. For AI voice agents built for clinics, see our comparison of HIPAA-compliant AI voice agents for healthcare and our list of AI voice agents for healthcare. For an outsourced service instead of software, see the best medical answering services.

Healthcare call center software at a glance

Sources: each vendor's pricing and healthcare page, linked in the sections below. Seat prices are not directly comparable: some vendors bill per named user, some per concurrent seat, and some by usage.

The healthcare call center platforms, one by one

Talkdesk Healthcare Experience Cloud

Talkdesk describes its healthcare offering as a contact center solution for providers and payers. It says Talkdesk Healthcare Experience Cloud offers 99.999% uptime and encrypted, HIPAA-compliant PHI handling. Its AI agents for healthcare cover tasks from appointment scheduling to prescription refills, and Talkdesk describes them as fully integrated with your EHR through Healthcare Experience Cloud. Talkdesk also says the AI agents can support on-premise and cloud platforms, so you do not have to change your contact center platform to use them.

On Talkdesk's pricing page, Healthcare & Life Sciences is one of the industry editions in the Industry Experience Clouds tier at $225 per user per month, which includes all Elite capabilities. The other editions are Digital Essentials at $85, Voice Essentials at $105 and Elite at $165.

Fit: providers and payers that want a healthcare edition and healthcare AI agents from one vendor. To add a separate AI voice layer, Retell's Talkdesk integration routes calls from Talkdesk to a Retell agent over SIP trunking as a custom telephony connection; there is no Talkdesk-specific app. See also our Talkdesk alternatives guide.

Genesys Cloud CX with Health CX

Genesys's healthcare page describes a HIPAA, HITRUST, GDPR and PCI compliant platform. Its Health CX product is a native integration between Genesys and Epic, part of the Epic workshop program, and it uses natural language bots to identify and validate patient identity. For member service, Genesys says it integrates with Salesforce, ServiceNow and other health plan management systems.

Genesys pricing lists CX 1 at $75, CX 2 at $115, CX 3 at $155 and CX 4 at $240 per named user per month, billed annually. Concurrent licenses cost more. Genesys says prices are based on an annual commitment and usage-based pricing may apply.

Fit: health systems on Epic that want identity verification and patient context built into the contact center platform. To add Retell, Retell's Genesys Cloud guide uses a SIP phone trunk: Genesys routes inbound calls to Retell agents, and Retell can place outbound calls through Genesys numbers.

NICE CXone for healthcare

NICE's healthcare page says that, upon request, NICE will sign a business associate agreement according to the services provided. It says CXone connects with more than 200 integrations, including leading EHRs, and it names a CXone integration with Epic.

NICE pricing lists the Omnichannel suite at $110, Essential at $135, Core at $169 and Complete at $209 per agent per month, with Ultimate at $249 per agent per month or $0.25 per session. NICE says it bills monthly in arrears with no prepay.

Fit: large health systems and payers that want a broad suite and monthly billing in arrears. Retell's NICE CXone page describes bridging CXone to Retell over SIP as a custom telephony connection, with trunk provisioning on the NICE side.

Five9 for healthcare

Five9's healthcare page says Five9 signs a BAA with covered entities and business associates before any protected health information moves through the platform, and it lists SOC 2 Type II and PCI-DSS among its certifications. Five9 Fusion for Epic supports inbound screen pops and one-click dialing through an integration approved for Epic's Toolbox.

Five9 pricing publishes two bundles: Digital at $119 per seat per month (digital channels only) and Core at $159. Plus, Pro and Enterprise are priced through sales. Prices are per concurrent user, with a minimum of 50 seats.

Fit: patient access centers with at least 50 concurrent seats that want an Epic integration and a BAA commitment on the vendor's own page. Retell's Five9 guide uses a pre-built SIP trunk: a Five9 IVR script sends the call to the Retell agent, and routing headers tell Five9 where to send the caller when the agent ends the call.

Amazon Connect and Amazon Connect Health

Amazon Connect prices by usage: voice is $0.038 per voice minute, with standard telephony rates on top, and AWS says there are no minimums and no long-term contracts. AWS's HIPAA Eligible Services list includes both Amazon Connect Customer and Amazon Connect Health, and AWS says covered entities and business associates must enter an AWS BAA before using these services with PHI.

Amazon Connect Health adds healthcare features that are pre-integrated into Amazon Connect Customer with real-time EHR access. Patient verification is generally available, and appointment management is in preview. On the Connect Health pricing page, patient verification is billed per action, one end-to-end patient conversation, and AWS's pricing examples use $0.15 per action. First-time customers get 30,000 actions free for 30 days.

Fit: health systems already on AWS, or contact centers with uneven volume that would rather pay per minute than per seat. Because Amazon Connect deployments differ, Retell's Amazon Connect guide has customers work out the integration pattern with Retell support.

healow Genie

healow Genie describes itself as a contact center that combines AI with dedicated human agents. Practices set rules for when Genie escalates a patient's inquiry to a live agent, and after hours it routes calls to designated on-call providers. healow says Genie can book appointments, answer calls 24/7 and assist with medication refill requests, can be integrated with any EHR, and can be used alongside other phone systems. Its pricing page lists pricing starting at $249 per seat per month.

Fit: practices and medical groups that want a healthcare-specific service with AI and human agents together, rather than a general contact center platform they configure themselves. The page we read does not mention a BAA, so ask before you sign.

Where do AI voice agents fit on a patient line?

An AI voice agent fits on the calls that follow a script and end in a system update: booking or moving an appointment, reminder and recall calls, refill requests, referral follow-up, prior authorization status calls and after-hours intake. Calls that need clinical judgment, or a patient who asks for a person, go to staff.

The split works with any platform above: the contact center keeps routing, queues and the agent desktop, and the AI voice layer takes routine calls from overflow or an IVR option and hands the rest back with context (see how call transfers work between AI voice agents and human teams). Workflow detail: appointment reminder calls, prior authorization calls, patient referral calls, pharmacy refill calls and after-hours answering.

Sources: Retell's compliance docs, data storage settings, data retention policy, custom functions, agent workflow, transfer docs and pricing.

Retell also has zero data retention agreements with its LLM, speech recognition and text-to-speech subprocessors and requires them to sign a BAA, and Retell is SOC 2 Type 1 and Type 2 certified, per its compliance docs. Retell does not list a prebuilt EHR connector, so plan the EHR work as API calls your team or partner builds. For more on Retell's BAA, see Retell's HIPAA compliance and BAAs.

Which healthcare call center software fits your team?

• Talkdesk if you want a healthcare edition and healthcare AI agents from one vendor, priced per user.
• Genesys Cloud CX if you run Epic and want patient identity checks through Health CX, on annual terms.
• NICE CXone if you want a broad suite, monthly billing in arrears, and a BAA on request.
• Five9 if you run 50 or more concurrent seats and want Epic screen pops and one-click dialing.
• Amazon Connect if you build on AWS and prefer usage pricing, with Connect Health for patient verification.
• healow Genie if you are a practice that wants AI and human agents as one healthcare-specific service.
• Add an AI voice layer such as Retell if your contact center platform already works and the goal is to take scheduling, reminders, refills and after-hours calls off the queue.

Before you sign, ask every vendor five questions: will you sign a BAA and what does it cover, which EHRs do you integrate with natively, what does a seat or minute cost once AI and transcription usage are added, what can we stop you from storing, and what does a staff member see when an automated call is handed over. Track the result with call abandonment rate and the rest of your call center metrics.

Frequently asked questions

What is healthcare call center software?

It is the contact center platform a health system, medical group, health plan or healthcare BPO uses to answer, route, record and report on patient and member calls. Compared with general contact center software, it adds a signed BAA, EHR integration and patient identity checks.

Is healthcare call center software HIPAA compliant?

Software alone does not make a call center HIPAA compliant. A vendor that creates, receives, maintains or transmits PHI for you is a business associate, and HIPAA requires a written agreement with it. As of November 2026, NICE and Five9 state on their healthcare pages that they sign BAAs, AWS requires its BAA for Amazon Connect, and Retell offers a self-serve BAA. Ask every vendor and have your compliance team review the terms.

Which healthcare call center software integrates with Epic?

On their own healthcare pages, Genesys (Health CX), NICE CXone and Five9 (Five9 Fusion for Epic) each name an Epic integration. Talkdesk and healow say they integrate with your EHR without naming one on the pages we read. Retell does not list a prebuilt EHR connector; its agents call your own API through custom functions.

How much does healthcare call center software cost?

As of November 6, 2026: Talkdesk's healthcare edition is in its $225 per user per month tier, Genesys lists $75 to $240 per named user per month billed annually, NICE $110 to $249 per agent per month, Five9 $119 and $159 per concurrent seat with a 50-seat minimum, Amazon Connect $0.038 per voice minute plus telephony, and healow Genie from $249 per seat per month. Retell's AI voice agents are priced from $0.07 per minute.

Can I add AI voice agents without replacing my contact center platform?

Yes. An AI voice layer can connect to the platform you already run and take routine calls such as scheduling, reminders and refills. Retell connects to Talkdesk, Genesys Cloud, Five9 and NICE CXone over SIP, and works with Amazon Connect through Retell support, then transfers calls that need a person back to your queue.

Put AI voice agents on the patient line you already run

Most health systems, medical groups and healthcare BPOs can automate routine patient calls without replacing their contact center platform. They need a signed BAA, an AI voice layer that reaches the systems where appointments live, and a clean handoff to staff. Retell is an AI voice agent platform for contact centers that connects to the platforms above over SIP. See Retell for healthcare, compare general inbound call center software, or read about HIPAA-compliant voice AI without an enterprise contract.